ITIL4F ITIL Management Practices Practice Question
A service desk analyst resolves a user's password reset request. According to ITIL 4, what type of record should be closed?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
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Service request
Password resets are pre-approved, routine requests, so they are service requests.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Problem record
Why it's wrong here
A problem record is initiated when there is a need to investigate the underlying cause of one or more incidents, especially recurring ones, to prevent future occurrences. A password reset, however, is a singular, pre-defined user request for access, not an investigation into a systemic issue or an unknown cause of service disruption. Therefore, it does not warrant the creation of a problem record.
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Incident record
Why it's wrong here
An incident record is created for an unplanned interruption to a service or a reduction in the quality of a service. While a forgotten password prevents a user from accessing a service, the act of resetting it is a standard, pre-approved procedure for restoring access, not an unexpected system failure or service degradation. It falls under fulfilling a known user need, not resolving an unplanned outage.
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Change request
Why it's wrong here
A change request is used to manage and authorize modifications to services, service components, or IT infrastructure, ensuring minimal risk and impact. A password reset is a routine operational activity that restores a user's access without altering the underlying configuration, design, or functionality of any IT service or component. It does not involve a modification requiring formal change management approval.
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Service request
Why this is correct
A service request is a formal request from a user for something standard that is part of normal service delivery, such as information, advice, or access to a service. A password reset perfectly fits this definition, as it is a pre-defined, low-risk, and frequently requested action to restore a user's access to an existing service, typically fulfilled through a standard, documented procedure.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.